The “AA” team (double ace): The unsung heroes - thanks for the thankless job !!

In my previous blog I had made references to ‘importance of priceless contributors (and leadership) by people at various levels in the organisation irrespective of their designation and status and the need and ability of people (especially leaders) to interact and be comfortable at levels. In this blog, I intend to deep dive to my point on importance of some of these people and their contributions at all levels of the organisation and at the leadership! Though my reflections start with a bottom up approach I appreciate and adore the importance of people's contributions at all levels. 

M/s Azad and Anil, the AA (double Ace) team, are ‘administrative assistants’ in a very successful MNC organisation; they have made value contributions to the organisation, my erstwhile role, and am confident that they will continue to perform unconditionally and diligently in future.  

It is ironical, that in many organisation, the AA team's contributions and knowledge of systems process and customers are seldom quantified or appreciated by their organisation and their colleagues. 

The AA team members have many names say Azad and Anil (some of which I now faintly recall Jay in Thailand, Ricky in Singapore, Ben in US, Mei in China and so forth) but I prefer to call these front line the “AA team”, the frontline foot soldiers. 

Azad in English means ‘freedom’ – Azad provides ‘freedom from hassle and complexity’ whereas Anil in English means ‘air’, providing ‘seamless swiftness in getting work done; latitude for employees to operate and focus on intellectual work’.

The AA team permeates at all levels of the organisation and personal lives, it is a matter of recognition and counting them as equal partner in the success of the organisation and our lives. People call the AA team as runners, or administrative assistants. AA exist in different organisations, on the shop floor he is the humble factory assistant, in a trucking company he is the driver, and at home the ever  helpful and friendly housekeeper and the driver. 

AA teams are generally appointed on a temporary basis through an agency; rarely permanent . Companies or individuals seldom spend time on developing their skills and employability; those who do invest in them benefit immensely from their commitment and loyalty and the personal joy of helping others.

The AA team has a valuable role to play in companies which operate in emerging markets that lack the physical and social infrastructure, lacks e-services or where work is mostly done by manual process, or where weather is hostile.  

The AA team braves heat, rain, winds, hazards and dangers to get the organization’s work done. They travel on motorbikes, bicycles, and are always connected via cellular phones to their managers. Panic and pandemonium is set into motion when they go on leave or when they are absent from office; work just stops or there is chaos or confusion. 

The AA team know every department and decision maker at the customer or the bank or the bureaucracy at the government offices; they take on the spot decisions, brave the bureaucracy and the complex systems and process to get the work done efficiently at the right time and place.  Their ability to get work done is impeccable; they help most middle and senior executive live a hassle free and comfortable life. 

They know the working and needs of the company, customers, bureaucracy; their knowledge on process, people, systems, needs and challenges can be valuable insight for company's innovations; operations and process improvements initiatives; understanding customer needs, product development and offerings or managing reputation risk. 

They face the worst nightmare while dealing with people but never complain – they face the humiliation, contempt, and drubbing. Their humility and the personal strength is commendable; their pay or incentive plan isn't great but everyday morning they are ready for another day’s great work with vigour and motivation. They know why they are at the bottom of the chain but they still aspire to develop themselves, provide a better life for themselves and their family. 

The AA teams contribution is a reflection of the fact that everyone counts for the success of the organisation, leadership infiltrates at all level, leadership is situational so on the spot decisions and championing matters, recognition and reward is important for the AA team’s personal and social success. 

Successful managers and leaders understand their importance and are humble enough to communicate, calibrate, and interact seamlessly at all levels of the organisation. 

In almost all organisation the AA team remain the unsung and unknown heroes that does the thankless job tirelessly every day.  Their well-being, their personal and family’s welfare always remains clouded in secrecy as only a very few people care and enquires.  We may want to do a bit for them as they contribute to our success – we could show respect, gratitude and thank them, involve them in team activities, provide them with equal opportunity or status, check on their personal lives and if they need any help, create a fund for their and their family welfare.  

Companies spend millions on corporate social responsibility and community welfare; if a few thousands can also be spent on a social welfare or training and retraining the AA team and their families  and also helping them find a permanent job within the organisation. 

Thanks to the AA teams that has contributed (and will contribute) to the journey of my and my family's life  - we will always appreciate your efforts, contributions and welfare!